I have been paying monthly for 9 yrs and i have submitted 4 claims. Submitted 2 just this month. Both claims were a week apart. First claim they took out my annual 100 deductible. Second one they also took out a 100 deductible. Worst customer service ever.

Its been 15 days since I submitted my dogs claim and everyday its denied because of missing medical records? My dog has had 2 doctors in the past couple of years, the first one retired, which is the reason changing doctors. This doctor recommended a specialist for his condition he had a year ago, we never visited that doctor because he was 45mi away. ASPCA repeatedly asked for medical records from both doctors and the specialist. I contacted his current doctor and the previous doctor and both confirmed sending ASPCA my dogs medical records and to be thorough, I also sent them copies as well. But they keep denying ever receiving them and now are demanding medical records from the specialist my dog never saw? I contacted the specialist and they do not have any record of my dog ever visiting? This morning I called again to check the status, and of course it was denied again for missing medical records. I think they intentionally make it difficult to discourage us from submitting a claim, I'm completely exhausted, everyday I'm spending an average 30min arguing and explaining, I can't do this anymore, I'm just trying to help my dog get better, I watch him suffer daily, no one knows whats wrong with him but so far I've spent $1800 on diagnostic tests and bloodwork and exams. These people don't have a heart.

Not at all satisfied. Their plans should have stated pre-existing symptoms (which come from a host of conditions or illnesses), not conditions.

My cat Lucy 10 yrs old had to have emergency surgery to remove her right eye on 8/13/24. After being told the surgery needed to be done immediately I called ASPCA pet insurance at 4:00 that afternoon. Having read the claim form there is a place you can check "to pay the vet". That meant to me ASPCA would do a pre-certification. While speaking to an agent named "Bunny" I was told how to fill out the claim form and send an estimate from the vet to an email address. After waiting for three hours I called back only to be told by a supervisor that pre-certifications cannot be approved after 5:00 pm!! It was now 7:00!! Finally after three hours of crying the Vet offered me a payment plan if I put down $1000 which I did. I called today 8/26/24 to followup on the claim. I stated I had final actual numbers to report. Spoke to Michael and after a very long conversation he said he would cancel the old claim and I should start a new one. I went to my online account and saw that the claim had been denied due to a pre-existing condition. It was not the old condition of the eye that caused the need for removal it was an accident to the cornea! What I cannot understand is why I was not told of the decision not to process the claim AND being told to submit new documents when the claim was DONE!! Needless to say I will never buy pet insurance again I will save that money to pay for future care for Lucy!!

I like they are responsive when claims are submitted however I don’t like that doctor visits aren’t covered even though I got the preventative care included! Every time we go to the Vet, we pay over $125-150 and the insurance only pays $20 lol

I have been trying to resolve a claim for a visit in mid-June with my dog for an emergency nail removal. This procedure required sedation and a minor operation to remove the entire nail to the toe. I just lost my other dog to cancer 3 weeks prior to this and I lost my first dog a couple years ago under anesthesia for a routine procedure. So I have a little bit of dog PTSD, particularly when it comes to putting a dog under sedation.

The coverage says it's immediately available, yet my claim was denied for an appointment that happened after I signed up for coverage and I've been waiting for over 3 weeks for customer service to get back to me on why, but it's radio silence on their end.

I am a new customer to this company and so far highly disappointed. They covered 25$ of my pets’ ANNUAL heart worm injections. I had a 700$ bill for wellness with added medical conditions of ear infections, the covered less than 400$ of it. I am considering going back to my higher premium. Less is not always more.

I found it very difficult to file a claim. I wanted to mail it because I don’t have a computer. I had to have a friend take it home and file all my vet visits. They even hung up on me when she was talking with me. But I have to say after allot of stress they paid most of the bills after meeting my deductible. My dog was a rescue and they wanted all medical records before I rescued him. I sent what I had which was not easy to get. I thought about cancelling but I will wait and see how it goes with my next claim.

If you are considering this insurance, please shop elsewhere. I had a supervisor named Katie laugh on the line at my disgust because they are not covering my dog’s hernia surgery based on something that was vaguely written in the policy that they utilized to deny me. I’ve spent $100 a month for two years and when I finally need insurance, they are not there to help. They will do the same to you. It is a disgrace that people who are supposed to care about animals could be so immoral. Please shop elsewhere. Personally, I wouldn’t even bother with pet insurance because it’s a scam!